A Business Exists to Serve a Customer

Without satisfied and growing customers, nothing else a contractor does will matter.

D. Brown Management

February 11, 2019 2 minute read

Few things are more profitable for contractors than recurring work negotiated with a select group of project owners. That’s why customers are the first key metric on the scoreboard.

Quote: A business exists to serve a customer. Peter F. Drucker

Likewise, few things unite a culture faster than creating an intense focus on the customer in every job role description and evaluation.

Review your stated mission, vision, values, strategy, job descriptions, meeting discussions, evaluations, calendars, and other communications. How often does the customer come into them? Are they framed in a positive or negative manner?

How clear is your market strategy, including your existing top customers and ideal customer profile?

Management Team Development Phases Within Each Stage of Growth

The management team leading a contractor through the different stages of growth will typically navigate three phases at each stage - Emerging, Hollow, and Ready. Understanding these phases guides growth planning, recruitment, development, and succession.

leadership management Organizational Development

Leadership Spotlight - The Diffusion and Multiplication of Perceived Behaviors

As a leader, you are always under the spotlight and must behave that way. All of your actions and perceived actions will be replicated throughout the organization. They will not be replicated in the way that you think.

leadership sustainable growth

Required Leadership Focus Changes at Each Stage of Growth

At each stage of growth, the leadership focus at the top for majority Owners/CEO/President must change to continue navigating growth effectively. Concurrently, the leadership focus from the prior stage of growth must be transferred and expanded downward.

leadership Organizational Development sustainable growth